We are currently experiencing a high volume of calls. If you’re experiencing hardship as a result of COVID-19, please email us. If you are enquiring about your current home loan please email our lenders.

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Supporting our people and customers

For over 117 years, the wellbeing of our people, our customers and our community has always been our top priority. As we respond to the COVID-19 pandemic, our commitment to you will not change.

We are heeding the advice of health authorities and we continue to assess and make any necessary changes, to ensure we can serve our customers safely. This includes implementing extra cleaning and preventative hygiene measures, within our branches, at our ATMs and in our workplaces.

Our branches remain open, but we ask all customers to observe social distancing measures and to not attend a branch if you feel unwell. We understand during this time that you may prefer to do your banking from home or switch to contactless payments. Our Hunter-based Customer Contact team can support you with phone banking, or help you to access internet banking and the app – so you can easily manage your money, wherever you are. Our specialist lenders and financial planners are also available to support you. 

Relief package for customers

As we adapt to navigate this challenging period together, we know that some of our customers may be experiencing hardship. We have expanded our relief support to help customers and small business through this time and we encourage people to talk to us if they are in need. Please see below for details.

Impacted by COVID-19?

We are here to help.

Home loan, personal loan, credit card and small business customers who are impacted can request a pause in their repayments for up to six months (including a 3 month checkpoint) if necessary, with interest capitalised.*

If you’re experiencing hardship as a result of COVID-19, please email us.

Here for you

Help with your banking

Here for good

  • Financial strength icon Financial strength Australia’s largest building society.~
  • Better value banking icon Health focus Additional hygiene measures are in place to protect you and our staff.
  • Banking anywhere Banking anywhere, anytime Online, mobile and worldwide access to your money.
  • Community support icon Community support Over $2m invested in local communities each year.

Updates on COVID-19

We are committed to supporting our people and customers through the challenges resulting from COVID-19.

Newcastle Permanent has announced additional relief measures for customers through the COVID-19 pandemic, supporting small businesses and personal banking customers.

CEO Bernadette Inglis said she recognised that Newcastle Permanent customers were seeking support during this challenging time.

“Last week we announced our offer for home lending and small business customers to request a pause loan re-repayments for up to six months, and have had a significant response in requests for this assistance,” Ms Inglis said.

“In response to the rapidly changing financial landscape our customers are clearly in need, so we are expanding our relief package to support more small business and personal banking customers.”

Our expanded measures are designed to help our small business customers adjust their cash flow through this challenging period and help them prepare for recovery.

"Interest rate reductions on variable business loans and fixed home loans and a fast track process for overdraft limit increase requests up to $50,000 for existing overdraft customers are among a range of measures being offered to provide some relief,” Ms Inglis said.

“As a proud member of the community for 117 years, we hope these measures can offer relief and hope to our customers who feel the financial strain of the economic downturn from this pandemic,” Ms Inglis added.

How we’re supporting our small business customers:

  • Reducing business lending variable interest rates by 1.00% p.a.
  • Customers can request a pause in repayments for up to six months (including a 3 month checkpoint)* for small business loans, with interest capitalised.
  • Fast-tracking customer requests for increases to existing business overdraft facilities up to an extra $50,000.

How we’re supporting our personal banking customers:

  • Customers can request a pause in home loan repayments for up to six months (including a 3 month checkpoint)* for home loans, with interest capitalised. We will also extend this measure to our Credit Card and Personal Loan customers. 
  • Increasing our 11 month Term Deposit interest rate to 1.70% p.a.
  • Reducing interest rates for fixed rate home loans across most terms, by up to 0.70% p.a., available to our new and existing customers. Our standard variable home loan rates will remain unchanged.
  • Changes to business loan and home loan interest rates are effective from Friday, 27 March. Changes to 11 month Term Deposit interest rate is effective from Monday, 30 March.

How can customers access these measures?

Customers can complete our online customer support form, or email us. For those who can’t access our online form or email, our Hunter-based Customer Contact Centre is available by calling 13 19 87 from 8am-8pm Mon-Fri and 8am-4pm Sat & Sun.

A letter to our customers, first published in the Newcastle Herald 16/3/2020

To our Customers,

The success and wellbeing of our customers, our people and our community has always been our driving purpose. As we all work together to manage the impacts of the COVID-19 pandemic for our families and our communities, that commitment has never been stronger.

Assistance for customers in need

We understand that many people may be financially affected by the impacts of COVID-19:

  • Home loan and small business customers who are impacted can speak with us to request a pause in their repayments for up to six months if necessary.*
  • If any of our customers are experiencing financial hardship, we are always here to help with our MemberAssist service.Please talk to us if you are in need by calling us on 13 19 87 or visiting our website at www.newcastlepermanent.com.au/supporting-you.

Helping you with your banking

We are closely monitoring the latest advice from authorities and adapting our services as necessary to provide safe and easy ways for you to bank:

  • Our Hunter-based Customer Contact team is here to support you over the phone and to help any customers who may be unfamiliar with online banking or who would like to convert their account to be able to make cashless payments.
  • Our branch network, the largest in the Hunter region, is open for business and we are working hard to ensure that customers who choose to use our branches can continue to do so.

  • As always, customers can access their money at ATMs across Australia and use their payment cards in stores and to make purchases online.

  • Our online banking services help you to manage your money, safely and conveniently, from wherever you are.

  • Our specialist home loan lenders, personal loan lenders, and financial planners are available, including over the phone.

We have reviewed and amended the working arrangements of our people to support social distancing initiatives. We have also implemented additional cleaning and preventative hygiene measures within our branches, at our ATMs and in our workplaces.

Through this difficult period, whatever changes it may bring, we will remain true to our purpose.

Newcastle Permanent will be here for you and here for good, as we always have, for over 117 years.


Bernadette Inglis
Chief Executive Officer
Newcastle Permanent Building Society

Newcastle Permanent statement regarding COVID-19 situation

We remain committed to heeding the advice of health authorities and doing our part to keep our people and community safe.

Newcastle Permanent will continue to support our people and customers through any challenges resulting from the COVID-19 pandemic declared by the World Health Organisation this week.

We maintain assistance programs for any customers experiencing hardship, and through this will support customers in need. We understand that some of our customers will be financially affected by the impacts of the measures being taken to limit the spread of the virus, and our teams are available to help these customers wherever possible.

Australia’s customer owned banking sector plays an important role in supporting customers and communities through challenges such as this, so we encourage people to talk to us if they are in need.

We will continue to monitor the advice from authorities, and adapt our operations and response in line with this and our obligation to care for our people and community.

This includes cancelling this season’s last Cinema Under the Stars event, which was to be held tomorrow night, Saturday 14 March at King Edward Park. We know that this may disappoint some people, but we remain committed heeding the advice of health authorities and doing our part to keep our people and community safe.

We are actively informing and preparing our people, based on formal advice from health authorities, to ensure we can continue to support our people and serve our customers.

Our people are well prepared for business continuity in a variety of scenarios, and our plans are regularly reviewed for effectiveness and adaptability.

The safety and wellbeing of our people and customers is always the top priority at Newcastle Permanent, and that continues as we respond to the developing COVID-19 situation.

*Repayment pause would be implemented for an initial 3 months, and then reviewed. Any loan that has its repayments paused will have the interest capitalised, which means unpaid interest will be added to the outstanding loan balance. This means that your repayments may increase at the completion of the repayment pause, which may also result in an increase in the interest paid over the life of the loan. Customers can speak with us for the details on how this will work for their specific circumstances and loan.
Terms, conditions, fees, charges, eligibility criteria and credit criteria may apply. This information has been prepared without taking into account your objectives, financial situation or needs. Therefore, before acting on this information, you should consider its appropriateness having regard to these matters and the product Terms and Conditions.
~ Almost $11bn in total assets, 2019 Annual Report.